Q: Does my Viro membership card expire?

A: Your membership will only expire if twelve months goes by without you conducting a 'rewardable' transaction, that is if you don’t spend at a Viro merchant (and claim your Rewards if required).

Q: Why do I need two passwords on the Viro website?

A: Two passwords are required to access two different areas, one relates to your Viro membership and the other to your Viro Visa Prepaid Card, if you have one.

Password for members to access 'Members Area'

To login here use your email address and the alpha numeric password you chose when filling out the registration to join Viro.

This password gives you access to the Members section where you are able to access all information on your Rewards, redeeming your Rewards, Cause options, membership details and more.

Password for members to access 'My Visa Prepaid Card'

To login here use your card number and the six digit numeric password you chose when activating your card.

This password gives you access to 'My Visa Card' section where you are able to access your Viro Visa Prepaid Card transactions, report a lost or stolen Viro Visa Prepaid Card, change your pin number, activate your card and more. This is a high level security area and to protect cardholders Visa requires this additional security measure.

Q: Are there terms and conditions that apply to the Viro Program?

A. Yes, for the full Viro Terms and Conditions please click here.

Q: What is a Viro Visa Prepaid Card?

A: The Viro Visa Prepaid Card is a reloadable Visa card that allows cardholders to spend the amount that has been pre-deposited in the Viro Visa Prepaid Card account anywhere that accepts Visa nationally and internationally and online (acceptance of the Viro Visa Prepaid Card is at the merchant's discretion).  Viro Visa Prepaid Cardholders are rewarded with Viro Rewards when using the Viro Visa Prepaid Card to buy goods and/or services at Viro Merchants.

Indue Ltd ABN97 087 822 464 is the issuer of the Viro Visa Prepaid Card and has appointed Viro International Pty Ltd ABN 27 125 470 000 as a Third Party Agent. Viro International Pty Ltd is responsible for the marketing, distribution and management of the Viro Visa Prepaid Card. Please refer to the Terms and Conditions of Use before acquiring the Viro Visa Prepaid Card.

Q: Which button do I select on the EFTPOS terminal when making a purchase with my Viro Visa Prepaid Card at a merchant?

A: You select the CR (credit) button and enter your 4 digit PIN number. If you press SAV or CHQ your transaction will be declined. Fees and charges apply; please refer to the Terms and Conditions of Use.

Q: How do I receive my Viro Visa Prepaid Card PIN number?

A:  You set your 4 digit PIN number online at the time of activating your card.

Q: Can I use my Viro Visa Prepaid Card to withdraw cash at ATMs?

A:  Yes, you can draw cash at any ATM that accepts Visa. Select the CR button and enter your 4 digit PIN number. Refer to your Terms and Conditions of Use as fees and charges apply.

Q: What do I do if my purchase is not approved?

A: Check the following:

1. The payment network may be off-line. You may need to provide another form of payment to complete your transaction or come back when the system is up. You cannot use the Viro Visa Prepaid Card when the system is off-line.
2. The card's magnetic stripe may be damaged. Contact Viro Head Office to obtain a replacement card - refer to Terms and Conditions of Use, fees and charges apply.
3. There may be insufficient funds left on your Viro Visa Prepaid Card for the transaction. Check the balance via the Viro website or call the contact centre on 1300GOVIRO (1300 468 476).
4. Your Viro Visa Prepaid Card has expired. Check the expiry date on the front of the card.  Refer to your card Terms and Conditions of Use or call the contact centre on 1300GOVIRO (1300 468 476).

Q: How do I activate my Viro Visa Prepaid Card?

A: Once you receive your Viro Visa Prepaid Card simply go to the activation page and follow the prompts.

Q: How do I report a lost or stolen Viro Visa Prepaid Card?

A: Lost or stolen Viro Visa Prepaid Card should be reported immediately to Viro.  Call 1300 GO VIRO (1300 468 476) or login to 'My Visa Card' on the Viro website. Your Viro Visa Prepaid Card will be immediately suspended and no transactions can be approved. Viro will contact you to arrange for a replacement card, refer to the Terms and Conditions of Use. Should you find your card, please call Customer Support on 1300 GO VIRO (1300 468 476) to reactivate your card.

Q: How do I use my Viro Visa Prepaid Card to pay my bills?

A: Your Viro Visa Prepaid Card can be used the same as any other credit or debit card.  Payment of your bills can be made online or in-store, depending on your creditors system.

Q: Does my Viro Visa Prepaid Card expire?

A: Your Viro Visa Prepaid Card has an expiry date on the front of the card. Please contact us prior to the expiry of your card so we can provide you with a replacement.

Q: Do I need to spend the entire amount on the Viro Gift Card in one transaction?

A: No. Viro Gift Cards are partially redeemable. Within the card's validity period, any available balance can be used for multiple purchases at anywhere that accepts Visa Prepaid Cards.

Q: Can the card be reloaded with value?

A: Unlike your Viro Visa Prepaid Card, the Viro Gift Card cannot be reloaded.

Q: What happens if I lose my Viro Gift Card or it is stolen?

A: Unfortunately your Viro Gift Card is not replaceable nor can it be suspended. Therefore please treat it like cash and be sure to keep it somewhere safe.

Q: Does my Viro Gift card expire?

A: Yes, your card will expire 12 months after your Viro Gift Card has been issued.

Q: Are there terms and conditions that apply to the Viro Gift Card?

A: Yes. For full Terms and Conditions for the Viro Gift Card click here.

Q: Do my Rewards expire?

A: Your Rewards will only expire if twelve months goes by without you conducting a 'rewardable' transaction, that is if you don’t spend at a Viro merchant (and claim your Rewards if required).